Norm Reeves Hyundai Cerritos Auto Repair Service

Thank you for your help, great service

When we purchased our car from Norm Reeves, the 3rd party GPS alarm was left installed even though we did not opt to purchase it. Apparently the device was defective and contributed towards drawing flat the car's 12V battery (but one or two subsequent recalls were also about inadequate maintenance of the 12V battery). This left us stranded by the vehicle 4 separate times and required multiple service visits. Each time we were stranded the 12V battery was drained completely flat, certainly shortening its overall service life. I requested a new battery replacement and was repeatedly denied by Norm Reeves even though they admitted that leaving the antitheft device on the car was the company's responsibility. This immediately lowered our estimation of Norm Reeves service reputation immeasurably. In the most recent service visits that were for 3 separate recalls, 2 warranty defect repairs, and the regular vehicle maintenance, we were surprised that loaner cars are no longer available, and since the shuttle service does not extend to our residence in Irvine we are forced to go out of pocket to pay for transportation to and from the dealership. The full service required 2 separate visits with ordering of parts after the first visit. We were told the parts would come in within 6 to 8 days, and that we would be called when the parts arrived. But more than two weeks later we had still not been contacted. On calling in, the automated phone systems do not allow a caller to wait on hold until a representative becomes available, but only offers to take a message and then hangs up on the caller even if further issues need to be discussed. In past experience, I know that text and voice messages often go unreturned, so I was forced to call the system back and choose different menu options until I got through to a live person. The phone system itself, and the policies regarding answering and returning messages are terribly inadequate. Only after I spoke with someone did I learn that the parts had arrived, so I booked the 2nd required visit. During both reservations, service representatives suggest early appointment times to have the best chance of getting the car serviced the same day (despite already having a reservation for the service made including all the details of the service required submitted in advance to Norm Reeves), and so I brought the car in early for both visits. Regardless, in both cases we did not receive notifications that the car was ready for pickup until just before 5 pm. This makes it impossible for us to pickup the car the same day, as even immediately leaving would not guarantee getting to Norm Reeves before closing due to rush hour traffic. We were told each time that it should take about 4 and a half hours to do the work, but the actual time taken was close to twice the estimate. After the first visit, we were told that all the service except for the warranty repairs had been completed, but during the drive home, the service time interval warning had not been reset and it was this continuing to give dash warnings, and apparently all of the tire pressures on the vehicle had not been checked during the multipoint inspections (all 4 were low at 31 PSI instead of the specified 36 PSI).

Gary was friendly , knowledgeable and professional. Made us feel welcomed

I am always surprised to see that Norm Reeves Service Center is leaps and bounds ahead of any other dealership I’ve ever visited in my life. Mohamed is exceptional at what he does. He’s so knowledgeable and pleasant to work with. He always goes above and beyond. Do do his level of service And professionalism. He has made me a loyal customer of this particular dealership.

Great costumer service, got me in and out. Communication was excellent.

Excellent services with Enrique Almazan!

Gary has always been awesome and helpful.

She was great thxs

Excellent service

Great customer service.

As a first-time Hyundai customer and longtime Honda and Toyota owner, I was amazed by Hyundai's exceptional service quality. Their level of customer care far exceeded my experiences with other dealerships.

Enrique did not help me for this visit!

The physical service done on the car was great. The communication from the service team to me was lacking. I had to call them to get an update only for them to tell me they needed to keep my car over the weekend. They did offer to provide an Uber to get me back to the dealership, however, when I texted / called to set that up, they weren’t responsive so I had a colleague drive me to the dealership. When I got to the dealership, they were not busy inside (I don’t know if those working on the cars actually were though) so I’m not too sure why it took a while to coordinate a pickup.

Job well done guys! Very professional! ????????????????????????

Gary was great!

Enrique was excellent in all aspects. Could not ask for better customer service. Job well done and more. Sincerely, Gloria Valles

Excellent service

I mention to Gary that on Thursday when change the oil and did the “ tires rotation, they didn’t check the air . He told me that they are going to check . But they didn’t because the light still on. Also on the day they did the oil change. He give a different price. On Saturday I have to pay more so I’m confused. I know sometimes some people think because I’m old and I’m a woman I don’t know about cars. I just worry because I don’t have a lot of money I’m not rich. Thank you Sorry but I just want to make sure nobody else get treated the way I was treated .

Louie was friendly, efficient,personable, and informative.

Love the communication